Custellence

Comments: As I was looking for a good customer journey mapping (CJM) software, the single biggest problem I faced as a customer experience & marketing practitioner is that they are often so clunky and difficult to use. I’ve experienced CJM software which produce pretty maps but was so difficult to use, I’ve also tried another one which was extremely flexible but the diagrams are ugly and runs like Microsoft Visio or Powerpoint. Then I came across Custellence, which to me, perfectly balances aesthetics and ease of use. On the one hand, I could make reasonably good-looking CJM’s by adding relevant photos, diagrams, curve lanes, etc. (Note: you don’t need to draw CJM masterpieces of Rembrandt proportions because CJM’s is not a deliverable – it only facilitates the desired outcomes!) On the other hand, I found Custellence’s intuitive user interface so easy to get into, because Custellence automates the RIGHT things that I find most onerous, but without overdoing it so that it is difficult to use. As a result, unlike other CJM software I’ve tried, I actually found Custellence a joy to use (I’m using it almost everyday at work right), and while the subscription cost for Custellence is often about 2 to 3 times the cost of other software, I chose Custellence for its excellence in CJM as it perfectly balances aesthetics and flexibility / ease of use with just the right amount of automation. Highly, highly recommended.

Pros: Custellence is truly the most flexible customer journey mapping tool that I've come across. Because it's solely focused on journey mapping, this software is really fit for purpose. Because it's so easy for me to make changes to the map, it's a joy to use, and I've been using it almost daily. Very very good software for the CX or service design professional.

Cons: This may be nitpicky, but I wish the maps were just a little prettier. That said, I'd choose flexibility over prettiness as customer journey maps are not deliverables - it's a means to an end!

Comments: I’m a service design consultant helping organisations to develop their customer
Centric abilities. We use Custellence to connect external and internal needs and processes to effectively work with service development. It’s great to gather customer, user and coworker research in journeys. It structures lots of information and connect the organisation based on customer needs and behaviours.

Pros: The flexibility to adapt and gather information in customer centric work. There is an openness in the interface to let me control how we create our customer tourneys and service blueprints.
I like the possibility to share and collaborate online.

Cons: Not being able to create an execute version of the information.
Sometime the map is lagging when to map is too big.

Comments: We have used Custellence to illustrate the experiences customers or various organizations are going through. The digitized PDF versions of these journeys have been easily shared amongst team members and have been used affectively to communicate customer pain areas.

Pros: Custellence is the most elegant and simple yet powerful journey mapping tool that can be used for building collaborative and illustrative journey maps. Highly advised for teams that are starting out journey mapping and want to quickly and cost affectively digitize the 'Post-It' journeys they co-create internally or with customers, or want to collaboratively design journeys amongst geographically spread out team members.

Cons: There is currently no room to link real time or dash-board style metrics from a database. If that is done, and I understand that is something the the Custellence team is working on, Custellence could serve as a journey mapping tool of choice until the organization wants to integrate journey mapping, end-to-end service blueprinting, improvement road-mapping and monitoring all in one solution.

Pros: Collaboration! That's the thing that makes Custellence great for me. But in general it feels like we're moving out of the stone age into the modern world with this tool. Of course creating maps in an analog way has its value but also it limits. And you're bound to run into these limits very quickly once you start using Customer Journey Maps on a professional level. Custellence has been the tool that allowed me to really put the needs of our customers at the center of our business in a structured and systematic way.

Cons: Of course there are always features that would be nice to have but overall Custellence gets the job done. I'm looking forward how it will make live even more easier in the future.

Pros: I love the user interface and design. You can tell they have thought through this part in a lot of detail. You get the ease and practicality of physical sticky notes with the benefits of an online and dynamic software. Customer journeys are always changing and Custellence is by far the best tool I have found for mapping such an important part of the business. Plus it allows for quick feedback from other teams. The customer service team is responsive, open to questions and kind. Too many good things to say about them.

Cons: I would love to see a Custellence customer journey map or service blueprint example to look at for reference in moments that lack inspiration or info to fill in your own. Of course each business model is different, but sometimes examples of others bring to light flaws or gaps in your own! Plenty out there on google but terms and map style differ so a Custellence created example would be a great complement to a stellar software. Oh and maybe a community forum where people who are creating these maps can ask questions to each other as well.